Our commitment
Every grievance is recorded, acknowledged and investigated. You receive a substantive response — not an automated reply — and you can escalate if you are not satisfied with the outcome.
1. What you can raise
- A problem with a service we delivered or are delivering.
- A billing, invoice or refund concern.
- How a data request or privacy matter was handled.
- A problem with our website, including an accessibility barrier.
- The conduct of a member of our team.
- Unacceptable content or behaviour on any channel we operate.
- A security concern you wish to report.
2. How to raise a grievance
You can raise a grievance in any of these ways:
- Online: use the form at the bottom of this page (fastest — it is logged automatically).
- Email: info@zivox.co.in with the subject line "Grievance".
- Phone: 9708814095 — we will record the details and confirm them in writing.
- Post: addressed to ZIVOX at Bapudham Chandrahiy, Motihari, Bihar, India.
3. What to include
To help us resolve your grievance quickly, please include:
- your name and contact details;
- a clear description of the issue;
- relevant dates, invoice or project references;
- copies of relevant correspondence if available;
- the outcome you are seeking;
- any previous reference number if you are following up.
Please do not send sensitive personal data beyond what is necessary to describe the issue.
4. How we handle it
| Stage | What happens | Indicative timing |
|---|---|---|
| Acknowledgement | We confirm receipt and give you a reference number. | Within 3 working days |
| Assessment | We review the facts and may ask for clarification. | Within 10 working days |
| Resolution | We provide a substantive response and what we will do. | Within 30 days of acknowledgement |
| Escalation | If unresolved, your grievance is reviewed at a senior level. | Within a further 30 days |
Where a grievance is complex we may need longer, but we will tell you and explain why rather than leaving it unanswered.
5. Status meanings
- New — received, not yet reviewed.
- Under Review — being investigated.
- Action Required — we need further information from you.
- Resolved — a response and action have been provided.
- Closed — concluded, including where no further action is possible.
6. If you are not satisfied
Reply to our resolution email and ask for escalation. Your grievance will be reviewed at a senior level, independent of the original handling where possible. If you remain dissatisfied after escalation, you may pursue remedies available to you under applicable Indian law.
7. Confidentiality
Grievances are handled confidentially and shared only with those who need the information to investigate and respond. Records are retained as required to demonstrate how the matter was handled.
8. Grievance Officer and contact
Formal grievances are handled by our designated Grievance Officer. The details below are the official contact route for grievances and are the same details published on our Our Team page.
Grievance Officer
Grievance Officer — ZIVOX
If a named officer has not been published yet, write to the grievance mailbox above and your message will be routed to the officer responsible. Postal address and response-time commitments are shown only once confirmed by ZIVOX.
Support enquiries that are not grievances: support@zivox.co.in. General enquiries: info@zivox.co.in.